After the course you can set up a contact centre in Dynamics 365 where people and AI agents work side by side. You configure chat, digital and voice channels, distribute requests through queues and unified routing, set up Copilot assistance and voice agents, and shape the representative workspace. Supervisors get reports and quality evaluations to work with. The course suits contact centre engineers, functional consultants and administrators who know the basics of customer service and want to prepare for exam AB-250.
What you’ll take away.
- Deploy Dynamics 365 Contact Center, set up embedded mode or Copilot for third-party CCaaS solutions, and manage users, roles and capacity profiles
- Configure chat, digital and voice channels with recording, transcription, translation and data masking
- Build queues and unified routing with skills-based and intent-based rules
- Set up Copilot features and voice agents from Copilot Studio for self-service and representative assistance
- Customise the supervisor experience, quality evaluation and reporting with Power BI and Application Insights
Your training in detail
- Who is it for?
- Contact centre engineers, functional consultants, administrators and platform engineers who plan and implement customer service solutions with Dynamics 365 Contact Center.
- Prerequisites
- You know how a contact centre runs across voice and digital channels and understand the roles of representatives, supervisors and administrators. Experience with Power Platform, Copilot Studio, Power BI, Teams and Microsoft Foundry helps.
- Format & planning
- Standard length: 3 training days. A different length can be arranged for companies.
Agenda: from understanding to application
Our independently developed agenda proposal. Focus areas, lab environment and scope are agreed before booking.
Deployment: Copilot Service workspace, embedded mode, third-party CCaaS, ALM and the Agent hub
Users, security roles, personas and capacity profiles
Channels: chat widget, digital and voice channels, IVR integration, recording and real-time translation
Proactive outbound campaigns and workforce management with forecasting and shift scheduling
AI capabilities: Copilot summaries, knowledge sources and voice agents built with Copilot Studio
Work distribution: queues, overflow, skills-based and intent-based routing, diagnostics
Workspace and analytics: experience profiles, macros, knowledge management, the supervisor app and reports
For the fictional hotline of an energy supplier you set up a chat and a voice channel, create queues with skills-based routing and add a voice agent for simple meter readings. You then test how conversations are distributed and handed over.
Exams, licences & credentials
The course prepares you for exam AB-250, which leads to Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate. The exam and its fee are included only if the offer explicitly confirms this. Any certificate is issued by Microsoft. This is not an official Microsoft course unless the offer states otherwise.
Vendor references & review date
Sources checked on 2026-11-10. These sources describe the technology or external exam requirements. They do not imply a partnership with NextNowa.
Your learning content
These objectives describe the training topic. The specific syllabus, dates and trainer are agreed before booking; the written offer is binding.
Frequently asked questions
Is the course only about voice?
No. Channels are the largest exam area at 30 to 35 per cent, and they cover chat, digital and record-based channels as well as voice and IVR. Voice agents built with Copilot Studio come on top.
Can I keep an existing contact centre system?
The course also shows how Copilot features work with other vendors' CCaaS solutions. Which option fits depends on your environment and licensing.
Does AB-250 Transform contact center experiences with AI in Dynamics 365: setting up an AI-enabled contact centre include a certificate?
The course prepares you for exam AB-250, which leads to Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate. The exam and its fee are included only if the offer explicitly confirms this. Any certificate is issued by Microsoft. This is not an official Microsoft course unless the offer states otherwise.